ServiceNow Senior Engagement Manager

Make a difference. Be happy. Grow your career.

The Senior Engagement Manager will have the following responsibilities, which include but are not limited to:

• Provides excellent, professional client service at all times, tailoring consulting approach to the type of engagement and aligning services with the goals of the company
• Lead projects with a goal of delivering on time, on budget, and with great outcomes
• Monitor overarching project health; identify, mitigate, or escalates issues as needed
• Develop and maintain detailed project plan, communication plan, and risk/decision trackers
• Define, manage, and adhere to project scope
• Use, update, and customize client and Nordic-provided tools throughout project life cycle
• Develop Nordic Service Now deployment methodology, tools, templates, and collateral
• Actively partner with other members of the Service Now team to create new offerings, services, and go-to-market strategies
• Create polished project deliverables and communications
• Present with confidence and well-polished demeanor; facilitate executive-level meetings
• Manage meetings effectively; prepare agendas and goals, take notes, track follow ups
• Produce regular status reports; perform project close, lessons learned, and knowledge transfer
• Coordinates activities with the Service Now Team:
  Executive Partners, Delivery Assurance Partners, Client Services Managers, SDMs, etc.
• Improve upon existing infrastructure, provide strong technical support, problem-solving and develop strategies to prevent future problems
• Work with PMO to interview and identify project team members, as needed
• Manage, coach, and mentor team, resolve conflicts, maintain positive team morale, and deliver direct and timely feedback based upon project work and performance
• Provide support to the PMO in keeping Nordic ERP content, project tools, standards and templates updated, organized, and in alignment with current best practices
• Assist with communicating best practices and PMO content to other project managers
• Participate in Discussion and Decision-Making regarding Project Standards, Quality Improvement and Change Management
• Advise internal team members to continually enhance processes and workflows to improve business operations, client experience, and operational efficiency
• Respond to client requests in a professional manner using established methods and escalation processes, and documenting and retaining records of all meetings and/or education sessions
• Work on projects that may be assigned on an ad hoc basis and may assist in other initiatives as necessary, directed, assigned, or requested

• Bachelors' degree required
• Minimum of 7 years of progressive, professional experience; professional services or consulting experience required
• Active Service Now Certified System Administrator Certification required
• Knowledge and experience with Service Now's methodologies and best practices required
• Prior experience implementing, training, or supporting Service Now SPM, ITSM, ITAM, or CMDB required
• Prior experience managing projects and project teams
• PMP Certification or at least 10 years of experience in full project life cycle planning, monitoring, controlling, and closing
• Excellent communication skills, written and verbal
• Able to balance urgent, short-term needs with strategic, long-term priorities
• Exhibits strength in relating to people, including the ability to deliver feedback and inspire and motivate others to succeed
• Strong attention to detail and ability to manage multiple priorities while meeting customer service commitments and project timelines
• Proven ability to work effectively with all levels of an organization, as well as with diverse candidates, consultants, and client bases
• Able to balance urgent, short-term needs with strategic, long-term priorities
• Ability to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacts well under pressure
• Proficient with Microsoft Office Suite, computers, email, correspondence, and spreadsheets
• Must demonstrate and embody Nordic's maxims

• Travel up to 50% of the time, or as practice and client needs dictate.
• #LI-KN1

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable…